Junior Data Analyst – BI

Jobtailor; São Paulo; Presencial; BRL 60 000 - 120 000; Tempo integral

Resumo da oferta

Jobtailor in São Paulo, Brazil, is seeking a data analytics professional to build and maintain dashboards for agent performance. You will track key metrics, analyze conversations, and identify patterns to reduce latency and improve quality.

You will label and categorize conversations, collaborate with AI and Product teams, and propose data-driven improvement initiatives. Strong SQL skills and experience with a BI tool are required.

Qualificações

• Experience in Business Intelligence or Data Analytics.
• Hands-on SQL.
• Proficiency with at least one BI tool and dashboard creation.
• Strong analytical skills and a continuous improvement mindset — a curiosity to find the "why" behind the numbers
• Comfortable using generative AI tools in day-to-day work (ChatGPT, Claude, Gemini)
• Ability to work with large volumes of interactions/data
• Experience analyzing chatbot or voicebot conversations (Conversational Analytics) — a plus
• Background in Customer Experience or Contact Centers — a plus
• Knowledge of Generative AI / LLMs applied to agents — a plus
• Experience with unstructured data, NLP, or text classification — a plus

Responsabilidades

• Measure and monitor: Build and maintain dashboards and agent performance indicators.
• Track metrics such as containment/resolution rate, abandonment, fallback, escalation to human, latency, and response quality.
• Analyze conversations and interactions (voice and text) to identify patterns, recurring errors, and bottlenecks.
• Work on labeling and categorizing conversations (structured and unstructured data). Investigate root causes behind performance drops.
• Generate actionable insights to evolve prompts, context, and the agents' knowledge base. Propose and prioritize improvement initiatives based on data, in collaboration with AI and Product teams.
• Validate impact: Monitor and measure the results of implemented changes, closing the loop between hypothesis and real impact.

Conhecimentos

SQL

BI dashboarding

Analytical thinking

Continuous improvement

Generative AI tools

Large data handling

Conversational analytics

Ferramentas

Power BI

Tableau

Descrição da oferta de emprego

Responsibilities

• Measure and monitor: Build and maintain dashboards and agent performance indicators.
• Track metrics such as containment/resolution rate, abandonment, fallback, escalation to human, latency, and response quality.
• Analyze conversations and interactions (voice and text) to identify patterns, recurring errors, and bottlenecks.
• Work on labeling and categorizing conversations (structured and unstructured data). Investigate root causes behind performance drops.
• Generate actionable insights to evolve prompts, context, and the agents' knowledge base. Propose and prioritize improvement initiatives based on data, in collaboration with AI and Product teams.
• Validate impact: Monitor and measure the results of implemented changes, closing the loop between hypothesis and real impact.

Requirements

• Experience in Business Intelligence or Data Analytics
• Hands‑on SQL
• Proficiency with at least one BI tool and dashboard creation
• Strong analytical skills and a continuous improvement mindset — a curiosity to find the "why" behind the numbers
• Comfortable using generative AI tools in day-to-day work (ChatGPT, Claude, Gemini)
• Ability to work with large volumes of interactions/data
• Experience analyzing chatbot or voicebot conversations (Conversational Analytics) — a plus
• Background in Customer Experience or Contact Centers — a plus
• Knowledge of Generative AI / LLMs applied to agents — a plus
• Experience with unstructured data, NLP, or text classification — a plus